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Customer Focus Helps Utility See the Light

John J. Evelyn (Consultant with QualTec Quality Services, a subsidiary of the Florida Power & Light Group, located in Palm Beach Gardens, Florida)
Neil J. DeCarlo (Business communications consultant based in Miami)

Journal of Business Strategy

ISSN: 0275-6668

Article publication date: 1 January 1992


Florida Power & Light knew it had to transform the way it operated to remain competitive. The key was to understand changing customer needs and build those needs into its planning process.


Evelyn, J.J. and DeCarlo, N.J. (1992), "Customer Focus Helps Utility See the Light", Journal of Business Strategy, Vol. 13 No. 1, pp. 8-12.




Copyright © 1992, MCB UP Limited